The easiest way to make a claim is by submitting a claim through the Pet Portal, but regardless of how you choose to claim, you no longer need a claim form.

To make a claim, you will need the following documentation:

• Itemised invoice (a paid invoice that includes individual treatment items and costs adding up to the total amount paid)
• Vet consultation notes, if you have them (these are the veterinarian’s medical notes from examination findings)

For the first claim we also require vet consultation notes for the life of your pet. If you adopted your pet at a later age, we will need documentation showing the date you took ownership. To help assist us with obtaining this vet history, you can also add your vet details in the Pet Portal.

You can submit your claim without vet consultation notes but in some cases, we may not be able to process your claim without them. If this is the case, we may need to contact you or your vet/s which may result in a delay in processing your claim.

If submitting a claim via post, the same documentation needs to be submitted as above. All claim documentation must be original for postal claims and it must be accompanied by a completed claim form, that must be signed by you and your vet.

To know if an upcoming or specific treatment for your pet will be covered, you and your vet need to complete a pre-authorisation form prior to your pet receiving treatment.

Contact us so our team can send you a copy of the form to be completed by your vet, which will need to include the following:

• An itemised cost estimate from your vet, for the upcoming treatment
• Your pet’s full vet history, if you have not previously provided this to us
• The completed pre-authorisation form

Once received, you can expect to hear back from us within two business days. If the treatment has already started, a claim should be submitted.

Some conditions are eligible for review after an 18-month period – this can be done on application or simply by submitting your claim.

Your pet must have been free of noticeable signs, symptoms or an abnormality of the condition deemed a pre-existing condition, and any related condition(s) for a minimum continuous period of 18 months.

Applying for a review

If you would like us to review whether a temporary condition/s which has been subject to the pre-existing condition exclusion in your policy remains excluded, you may apply to us to review the condition using the Pre-existing Condition Review Form.

Your vet will need to certify and provide veterinary records verifying that the condition remains a temporary condition and has not existed, occurred or shown noticeable signs, symptoms or an abnormality for a period of 18 months.

If your pet has a chronic condition that existed or occurred before the commencement date of your first policy period or during any applicable waiting period, and otherwise falls within the definition of ‘pre-existing condition’, that Condition will always be excluded from your policy.

Once completed, you can email the form back to us, your review may take up to 15 business days to be completed and you will be notified of the outcome in writing.

Dogs and cats have a cruciate ligament located in their knee that helps to stabilise the knee joint. Sometimes, the cruciate ligament can either partially or completely tear and it generally requires surgery to repair it.

Cruciate ligament conditions are generally covered if you have Specified Accidental Injury Cover. and they are not a pre-existing condition. See the 'What's covered' section of My pets to see the list of conditions covered under your plan.

Cruciate ligament conditions irrespective of cause or origin, are subject to a six (6) month waiting period unless we agree to waive it. To do this, we need to receive a completed and signed ‘Cruciate Ligament Exam Form*’ from your vet within 14 days of the cruciate examination date certifying that your pet has been examined, at your expense, on or after the policy commencement date. You can email, fax or mail the form, if we receive it within the 14-day timeframe. We will notify you of the outcome in writing. Refer to your PDS for further terms and conditions.

*This form can be found in your welcome pack or you can download it here.

If you miss a payment you will be notified by SMS, email or letter.

A policy may be cancelled due to non-payment if a payment is unsuccessful on three separate occasions. If you receive communication from us regarding a missed payment, make sure your payment details are up to date. You can update your bank details through your Pet Portal or contact us to discuss your payments.

With a lot of pet parents doing it tough at the moment, we're here to help. If you’re experiencing financial difficulty or are vulnerable for another reason and need help, please contact us at help@petsure.com.au.

Bear in mind that if your premium cannot be paid (for example there is not enough money in your nominated account) your bank may dishonour that payment, and you may be charged a dishonour fee by your bank. Neither Hollard nor PetSure will be responsible for dishonour fees charged by your bank or financial institution should this occur.

To know if an upcoming or specific treatment for your pet will be covered, you will need to provide us with:

• An itemised estimate of costs from your vet for the upcoming treatment
• Details of the treatment required
• Relevant clinical records and/or veterinary history

To make it easier, you can complete this form and return to us with the above information.

Once received, you can expect to hear back from us within two business days. If the treatment has already started, a claim should be submitted.

Note: A pre-approval will not be deemed to be valid unless we have agreed to it in writing. The reimbursed amount may vary from the pre-approval if the treatment provided by your vet differs from the treatment request in the pre-approval.

For more information or to submit a pre-approval of treatment costs, Contact us via phone or email.

A waiting period is a period starting from the commencement date of the first policy period that applies to specific conditions or a group of conditions.

If a condition exists or occurs within an applicable waiting period, it may be excluded from cover as a pre-existing condition. Some conditions are eligible for review after an 18-month period - see What is a pre-existing condition? and your PDS and Certificate of Insurance in My documents for further information.